TOYIA FORD
Management
Cincinnati,USA
Summary
Dynamic and results-driven operations leader with extensive experience in multi-site management, customer relations, and property operations. Currently serving as Deputy City Manager, overseeing 4-6 centers to ensure consistent operational excellence, client satisfaction, and revenue growth. Proven track record of leading high-performing teams, driving occupancy rates, and implementing process improvements that enhance efficiency and profitability. Adept at strategic planning, team training, and fostering thriving business communities. Skilled in building long-term client relationships, resolving issues with diplomacy, and adapting quickly to evolving market conditions.
Overview
17
17
years of professional experience
Work History
Deputy City Manager
Regus Management Group
Cincinnati, OH
04.2025 - Current
- Partner with the City Manager to engage new and existing customers across multiple centers, fostering a thriving business community.
- Oversee onboarding and training for new community associates to ensure high operational standards.
- Support city-wide audits, policy compliance, and operational improvements across 4-6 centers.
- Identify revenue growth opportunities, streamline processes, and maintain strong client satisfaction metrics.
Community Manager
Regus Management Group
Cincinnati, OH
10.2019 - 04.2025
- Led as the primary contact for over 150 clients and visitors, delivering professional and friendly service to ensure an exceptional first impression.
- Maintained accurate and up-to-date Accounts Receivable (AR) records, achieving a 95% collection rate through diligent follow-up and escalation of overdue accounts.
- Organized and executed 20+ local networking events annually, fostering community connections, building local partnerships, and enhancing client engagement.
- Managed 100+ online postings monthly, generating consistent leads and promoting business services.
- Provided regular reports to senior management on community health and growth.
- Identified revenue opportunities through upselling, renewals, and referrals, contributing to a 10% increase in center revenue.
- Improved Net Promoter Scores (NPS) by consistently maintaining a 98% client satisfaction rate.
- Conducted 30+ tours annually for prospective clients, driving incremental revenue when Area Sales Managers were unavailable.
Defined Benefits Specialist
Fidelity Investments
Covington, KY
01.2019 - 09.2019
- Managed and supported defined benefit (pension/retirement) plans for 50+ clients, ensuring regulatory compliance and accurate records.
- Acted as the primary contact for plan sponsors, addressing 200+ inquiries monthly and providing expert guidance on plan features and benefits.
- Utilized proprietary technology platforms to analyze pension liabilities, preparing detailed reports that improved sponsor decision-making by 20%.
- Ensured compliance with changing pension laws by advising clients and preventing potential penalties.
- Implemented process improvements, increasing operational efficiency by 15% and reducing plan administration errors.
In-Home Caregiver
Self Employed
Cincinnati, OH
06.2008 - 11.2018
- Provided full-time care for a family member with Alzheimer's disease, ensuring her physical, emotional, and medical needs were met.
- Managed daily living activities, including meal preparation, personal hygiene, and medication administration.
- Coordinated with healthcare professionals, scheduled medical appointments, and communicated progress or concerns effectively.
- Maintained a clean, safe, and nurturing environment to improve overall well-being.
- Developed patience, empathy, and strong problem-solving skills while managing complex caregiving situations.
Education
On Leave - Social Work
Union Institute And University
Cincinnati, OHSkills
- Team recruitment and leadership
- Payment management
- Workplace safety
- Customer support and relations
- Time management
- Interpersonal communication
- Organizational skills
- Problem solving
- Policy writing and operational audits
- Community engagement and relations
- Revenue growth strategies
- Client relationship management
- Performance evaluation and monitoring
References
References available upon request.
Timeline
Deputy City Manager
Regus Management Group
04.2025 - Current
Community Manager
Regus Management Group
10.2019 - 04.2025
Defined Benefits Specialist
Fidelity Investments
01.2019 - 09.2019
In-Home Caregiver
Self Employed
06.2008 - 11.2018
On Leave - Social Work
Union Institute And University
Similar Profiles
Emily MaldonadoEmily Maldonado
Community Associate at Regus Management GroupCommunity Associate at Regus Management Group
Jessie LewisJessie Lewis
Community & Operations Associate at Regus Management GroupCommunity & Operations Associate at Regus Management Group
Kyle PagnuttiKyle Pagnutti
Community Associate 2 at Regus Management GroupCommunity Associate 2 at Regus Management Group
Amar Reyvell PhillipsAmar Reyvell Phillips
Lawn Care at NALawn Care at NA
Nelkar Pereira fuenmayorNelkar Pereira fuenmayor
Director of Special Projects at Heart of the House HospitalityDirector of Special Projects at Heart of the House Hospitality